Putting people first
More than a year in the making, WISA has officially received its ISO 9001:2015 certification for quality management systems.
WISA is committed to constantly improving its service delivery and the organisation’s new ISO 9001:2015 certification is another step towards ensuring that members’ needs are met and prioritised.
According to Adrie Krugel, Operations Manager at WISA, the institute, under the leadership of CEO Dr Lester Goldman, places a strong emphasis on good governance and compliance with regulations. This means excellent customer service from grassroots level up, as well as customer-focused policies and processes.
ISO 9001:2015 aims to enhance customer satisfaction through the effective implementation of a quality management system, including processes for improvement of the system and the assurance of conformity to customer, statutory and regulatory requirements. This ties in with WISA’s five core values – integrity, professional, community, trustworthy and innovative – and was the logical next step for the organisation in improving its customer satisfaction and corporate governance.
WISA became officially ISO 9001:2015 certified in September 2018.
Effective quality management
The ISO certification focuses on seven quality management principles:
1. Customer focus
3. Engagement of people
4. Process approach
6. Evidence-based decision-making
7. Relationship management
WISA will now be continuously measuring and monitoring itself against these principles and conducting regular audits to ensure that processes are being followed. Any non-compliance, problems or customer complaints will result in corrective measures following a root-cause analysis.
Annual external audits by an objective third party also provide members with the assurance that policies are followed, measured, monitored and managed to ensure compliance.
“It is no good having policies if they are not followed. This ISO certification ensures that we adhere to our policies and constantly look for new ways to improve them,” says Krugel. “Every staff member has a role to play and is measured against our client care policy. It is a team effort and we’re all in it together.”
Building on effective processes
The ISO9001:2015 certification builds on some of the initiatives the organisation already had in place to ensure the best service delivery.
WISA’s annual customer satisfaction survey provides members with the opportunity to give feedback, make suggestions, and voice their concerns. This feedback is used to determine whether members are still satisfied, find areas of improvement, and inform WISA’s annual strategic planning session.
Krugel also encourages members to reach out to her at firstname.lastname@example.org if they have any complaints, compliments or suggestions they would like to raise. All complaints will be recorded and investigated, and remedial actions will be taken.
Dr Goldman is confident that the ISO certification will go a long way to build on this: “I am pleased to announce that we finally have our ISO 9001:2015 certification. This will help us ensure that we continue to deliver the very best service to our members and ultimately achieve our vision – inspiring passion for water!”